Returns Policy

Return & Refund Policy

We want you to be completely satisfied with your purchase from PokeVault. If your order arrives damaged, incorrect, or you are not happy with it for any reason, please review our return policy below and contact us so we can make things right.

1. Eligibility for Returns

  • Timeframe: You may request a return within 14 days of receiving your order.

  • Condition: Items must be in their original, unopened packaging and in the same condition that you received them. We cannot accept returns for opened booster packs, damaged items caused by improper handling, or cards that have been removed from their protective slabs or packaging.

  • Non-returnable items: Mystery slab bags, custom orders, and clearance items are final sale and cannot be returned.

2. Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item:

  1. Contact us at pokevault.mh@gmail.com within 48 hours of delivery.

  2. Include your order number, a description of the issue, and clear photos of the packaging and item(s).

  3. We will review the information and offer a replacement, exchange or refund depending on availability.

3. How to Initiate a Return

  1. Contact us at pokevault.mh@gmail.com with your order number and the reason for your return.

  2. We will respond within 24–48 business hours with return instructions and a return authorisation number (RMA).

  3. Package your return securely and include a copy of your order confirmation or invoice. Write the RMA clearly on the outside of the package.

  4. Ship the item to the return address provided in our response. You are responsible for return shipping costs unless the return is due to our error (e.g., wrong or defective item).

4. Refunds

Once we receive and inspect your return:

  • If approved, we will process your refund to your original payment method within 5–7 business days.

  • If your return is refused (e.g., item not in original condition), we will notify you by email and return the item to you at your expense.

  • Shipping fees are non-refundable unless the return is due to our error.

5. Exchanges

If you’d like to exchange an item for a different product or replacement, please mention this when you contact us. Exchanges are subject to stock availability. We’ll hold the replacement product for you upon approval of the return.

6. Questions?

If you have any questions about our return policy, please email us at pokevault.mh@gmail.com. We’ll be happy to assist you.